Be U Cs(Community Support) Associate

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Bank Islam Full time

Req ID: 4882- Job Description:

  • Position: Community Support Associate

Primary Functions:

  • Perform 24/7 CDX's daytoday community support operation
  • Multidisciplined and handson approach in managing Omnichannel customer experience.
  • Fullscale social media & marketplace monitoring
  • Manage large amounts of enquiries in a timely and effective manner.
  • Research and study customer sentiments, problems for effective handling of enquiries.
  • Ensure effective and consistent communication when handling different enquiries from customers.
  • Building and maintaining effective internal and external stakeholder relationships.
  • Proactive in highlighting operational risks and areas for improvement.
  • Ensure service targets, SLA's and KPI's are met with optimum levels of quality & service delivery.

Responsibilities:

  • Proactively seek to improve communication scripts and service catalogue information.
  • Keep up to date with any industry changes affecting Customer Care and attend training sessions to continuously improve knowledge and performance.
  • Manage live chats, social media, telephony and thirdparty review sites.
  • Jointly update, maintain and perform record keeping of all customer interaction experiences on the Customer Care system knowledge base.
  • Ensure all internal, external and the Bank's regulatory reporting from CDX's Customer Care are prepared in a timely manner and with accuracy.
  • Perform all tasks as set in Standard Operating Procedures, policies and guidelines.
  • Proactively participate in continuous improvement activities pertaining to Customer Care operations.
Ad-hoc activities and others

  • Assist and facilitate in various adhoc projects e.g. User acceptance tests, process automation, requirements gathering, documentations
  • Any other duties/ assignment as and when directed by superior as per business requirement from time to time.
  • Support for graveyard hours operation for
  • Exceptional handling for block debit card
  • System performance monitoring for the Engineering team

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